Measuring & Managing Customer Satisfaction

Quality is something every company strives for and is often times very difficult to achieve. ISO 9001 standards helps an organisation give its customers the confidence that they are buying their products from a company that makes quality and customer service a high priority. The focus of this Customer Service training course on Measuring and Managing Customer Satisfaction is to provide delegates with an understanding of the key terms, definitions, and requirements of ISO 9001 and how the standard can help their organisations increase customer satisfaction.

Delegates will learn effective customer-centric strategies and best practices to provide world-class customer service. This Customer Service training course on Measuring and Managing Customer Satisfaction gives customer service professionals the communication skills and best practices they require to develop a customer-centric organisation. Providing excellent customer service helps differentiate your brand and makes it easier to stand out in a crowded marketplace.

This training seminar will highlight:

An understanding of the concept of quality control and its historical evolution

The philosophy, methodology, and structure of the ISO 9001 standard

Measure and assess customer service standards and objectives

Develop communication, negotiation and conflict resolution skills

Identify the required steps associated with ISO 9001 implementation

Section 1: Course Objective

The objectives of the training course

At the end of this training seminar, you will learn to:

Apply the application of quality management principles in the context of ISO 9001

Describe the responsibilities of internal auditors and their role in improving management systems

Explain the key concepts of Quality Assurance and Continuous Improvement

Set SMART objectives to measure, assess and improve customer satisfaction

Training Methodology

This Customer Service training seminar on Measuring and Managing Customer Satisfaction will be a combination of presentation and small group work. While working in groups, delegates will have the opportunity to apply topics discussed in the training in real-world scenarios. This training course encourages delegate participation through a combination of lectures, group discussion, practical exercises, case studies, video clips, and breakout sessions.

Organisational Impact

Major benefits to the organisation include:

Enhanced professional image with customer base

Greater level of customer satisfaction and retention

Manage quality and drive continual improvement

A shared organisational customer-centric service vision

Improved stakeholder relationships

Attract and retain customers by meeting their current and future needs better

An increased appreciation for their role in promoting the concept of continuous improvement within their organisation

Who Should Attend?

Whether you are a seasoned quality management professional, or just looking to learn more about ISO 9001, this Customer Service training course on Measuring and Managing Customer Satisfaction will be beneficial. This training course is suitable to a wide range of professionals, but will greatly benefit:

Customer Service Managers

Quality Assurance Managers

Customer Service Representatives

Individuals who need to understand ISO 9001 and how it works

Section 2: Seminar Outline

Building a ISO 9001 Customer-Focused Communication Process

What is ISO 9001?

Understanding the Key Components of ISO 9001

Identifying Customer Communication Barriers

Active Listen and Questing Skills to Improve Customer Relations

Interpreting your Customer’s Nonverbal Communication

How to determine your DISC communication style?

Principles of ISO 9001 and Total Quality Management “TQM”

The Origin and Philosophy behind TQM

ISO 9001 8 Principles

Deming’s Fourteen Points of TQM

Traditional Management vs. Total Quality Management

Obstacles to Implementing TQM

Case Studies: ISO 9001 Customer Service Excellence

Customer Service Satisfaction Requirements

What do your customers expect from you?

Going the Extra Mile to exceed Expectations

Your Attitude makes a Difference

Measuring and Monitoring Customer Satisfaction

Empowering Employees to Better Serve their Customers

Customer Service Satisfaction Survey

Customer Service Recovery Strategies

The Importance of Customer Complaints and Why they should be encouraged

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Price₦85,000

Duration: 2 Days

Lectures: Data Migrate

Certificate Of Completion

About Us

Datamigrate (practicing as Auditors in the name of MJA Professional Chartered accountants) is a professional services firm focusing on providing financial, training, information, technology and business…Read More